Saikat Patra

Reduced recurring tickets by 25% through implementing permanent fixes, significantly enhancing platform stability and service reliability.

Developed Grafana and CloudWatch dashboards, enabling proactive system and API monitoring to prevent outages.

Enhanced application security with MFA and Captcha, and boosted sales forecast accuracy by 60–65% via opportunity deduplication.

Delivered AI-powered service application Proof-of-Concepts (POCs) using Digipin, ensuring precise customer location capture for improved service delivery.

Managed end-to-end delivery of a Channel Partner Service App, achieving 95% user adoption and enabling TAT computation for 70–75% of workshop services.

Formulated comprehensive cutover plans and executed nationwide staff training, ensuring smooth app rollout and effective change management.

Published weekly risk and blocker reports, proactively resolving dependencies to ensure successful sprint completion and project timelines.

Led the migration from SOAP to REST APIs within Siebel CRM, integrating Apache Solr and improving API performance by 70–80%.

Oversaw the integration of a loyalty engine, successfully boosting customer engagement and enabling new point rewards.

Liaised effectively with business, QA, and IT teams, preparing detailed Business Requirements Documents (BRDs) and Functional Requirements Documents (FRDs), and supporting User Acceptance Testing (UAT) and production delivery.

Enabled online vehicle purchases with finance, doorstep test drives, and vehicle service management on the “Cx Re-Imagine” platform, contributing to 10% of Tata Motors’ total vehicle sales.

Collaborated within an Agile team of 25, performing comprehensive requirements gathering, user testing, and backend integration.

Developed comprehensive documentation and coordinated with business and QA teams, facilitating successful platform rollout.

Delivered comprehensive customer service and collections for US clients (AT&T, DirecTV), effectively resolving queries.

Improved debt recovery outcomes through skilled negotiation and adherence to collection protocols.

Maintained high standards of customer satisfaction while managing sensitive financial interactions.

Drove B2B sales and marketing initiatives for Industry 2.0 workstations and lean management products.

Focused on business client acquisition, cultivating relationships to expand market reach.

Ensured high levels of business client satisfaction through effective product promotion and support.

Provided voice-based customer support for high-value electronic products in a fast-paced environment.

Ensured top-notch customer satisfaction by efficiently resolving product-related inquiries and issues.

Managed a high volume of customer interactions while maintaining quality service standards.